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I took out a new contract In October 2017. It is 1 of 6 mobiles on this account. despite asking in store for the data to be capped ( as it is on all phones on thsi account) they did not cap the data or send usage notifications. I discovered in April that I have been cahrged £6065.00 for exceeding data allownace. The Store told us that it was thier mistake and requeted a refund for us. We were then passed over to Prime Contact who have been telling us that the refund is authorised and High Value Team have to process it. This has been going on for over a month. Today, we have been told that the refund has been declined because in the Store's email for the refund request, teh store said " we could have mis-advised the cusotmer " and teh High Value Team does not accept that the assistant in shop could rememeber what he said 5 months ago and therefore not solid grounds for a refund
That's a heck of an amount of money @16
When I'm discussing data usage with people I always advise to self monitor by using myvodafone and the caps you can activate yourself in myvodafone and to use a phones or devices internal data monitor with some having usage alarms and limits as ultimately it's our responsibility to watch usage too.
Also from past posts it's not good practice to rely on notifications from a network as they are not guaranteed to be received to the user.
We do have a Vodafone Social Media Team here who I'm sure will be able to help you further with this situation once they've read your post and engage with the department's who have already contacted you and declined the refund and see if they stand by that decision.
I wish you all the best with this situation.
Current Phone >
Samsung Z Fold³ 5G.
Previous Phone >
Samsung Note 20 Ultra 5G - SM9860.
It's amazing Vodafone allowed a customer to run up such a large bill without a credit alert kicking in.
Having mentioned that you must have used a tremendous amount of data to even incur such a large charge. This is going to be something where the Team here on the forum will need to investigate and find the reason for such a large data usage.
The data cap is something a customers needs to apply and this can be done by following the information on the link below.
If you do not receive a satisfactory outcome, don't hestitate getting the Ombudsman involved.
Thank you - I need all the luck I can get ! It happened over a 5 month period (between November - March). I hadnt checked my bills ...very silly I know but I had a very sad situation to deal with at home.
Vodafone have asked through a private message link - they have asked me to send a link to my origianl message - can anyone tell me how to create a link to my message ?
Himanshu [Removed] from the Vodafone Customer Relations Team has been promsing to call me back but isnt fullfilling that promise and eforum web help at vodafone are not respondign to my emails. Please can you help .
[MOD EDIT: This post has been edited to remove personal information please see Community Guidelines]